Tuesday, September 26, 2017

KLM introduces BB Messenger service with a personality

Airline version of Siri makes booking a breeze
Patti Pietschmann

See how it's done

Now you can book a KLM ticket on Messenger. All you need is BlueBot (BB)--the Siri of airline travel--that makes booking a breeze. BB is self-learning, has her
own personality and is always helpful, friendly, professional and a tad edgy. She finds her footing
in artificial intelligence connected to KLM technology, and is supported by 250
human service colleagues. If BB isn’t able to help customers any further, they
will be referred to a human service colleague. BB will soon be able to offer
more services, and will be compatible with different digital channels, including
voice.

“KLM is well known for its
personal approach,” said Pieter Groeneveld, Senior Vice President Digital Air
France KLM. “On social media, we offer 24/7 service with our team of 250 human
agents, handling more than 16,000 cases a week. Volumes will continue to grow.
At the same time, customers require a speedy response. We have therefore been
experimenting with Artificial Intelligence to support our agents to provide a
personal, timely and correct answer. With BB, KLM is taking the next step in its
social media strategy, offering personal service through technology, supported
by human agents when needed.”

Since 2009,
KLM has earned reognitionStarting today, KLM customers can book a ticket on Messenger with the help of
artificial intelligence. KLM’s new service bot, BlueBot (BB), helps customers on
Messenger in a conversational way by making booking a ticket easier, without the
intervention of a KLM agent.

BB is self-learning and has her
own personality: helpful, friendly, professional and edgy. She finds her footing
in artificial intelligence connected to KLM technology, and is supported by 250
human service colleagues. If BB isn’t able to help customers any further, they
will be referred to a human service colleague. BB will soon be able to offer
more services, and will be compatible with different digital channels, including
voice.

“KLM is well known for its
personal approach,” said Pieter Groeneveld, Senior Vice President Digital Air
France KLM. “On social media, we offer 24/7 service with our team of 250 human
agents, handling more than 16,000 cases a week. Volumes will continue to grow.
At the same time, customers require a speedy response. We have therefore been
experimenting with Artificial Intelligence to support our agents to provide a
personal, timely and correct answer. With BB, KLM is taking the next step in its
social media strategy, offering personal service through technology, supported
by human agents when needed.”

Since 2009,
KLM has earned recognition for being a pioneer in the field of social media
services and campaigns. It has over 25 million fans and followers on various
social media platforms.

I'm edgy, energetic and esthetic--hey, I'm a Pisces. I'm a prolific writer, published in magazines, newspapers, on the web and in books and travel guides. I'm a beauty, cruise, spa and luxury travel specialist.I'm also really good at writing web copy. I also appear as the Dining Diva occasionally on Rick Dees in the Morning on Movin 93.9 FM, the Mix That Makes You Move. Happily married (to a talented writer)with no children but one cat. I love writing, reading, traveling, sports and fitness activities (especially hiking, aerobics, gym workouts), movies and life. Blogging's my latest bag.

About Me

I'm edgy, energetic and esthetic--hey, I'm a Pisces. I'm a prolific writer, published in magazines, newspapers, on the web and in books and travel guides. I'm a beauty, cruise, spa and luxury travel specialist.I'm also really good at writing web copy. I also appear as the Dining Diva occasionally on Rick Dees in the Morning on Movin 93.9 FM, the Mix That Makes You Move. Happily married (to a talented writer)with no children but one cat. I love writing, reading, traveling, sports and fitness activities (especially hiking, aerobics, gym workouts), movies and life. Blogging's my latest bag.